Job Description

Description – External

The Quality Assurance Specialist is responsible for monitoring and evaluating Team member calls and present reporting that summarizes and identifies areas of greatness as well as the ones needing improvement. This person is responsible for providing a superior level of service, exhibiting the highest levels of integrity and performance contributing to Company profitability and customer satisfaction.

List job duties

Responsible for listening to calls and score them utilizing the created scorecard and based on current policies and procedures. Researches and uses empowerment to resolve concerns and questions raised by team members. Practices and maintains the highest standards of professionalism when interacting with team members, and management. Follow all quality assurance directives and standard operation procedures (SOPs). Maintains expert understanding of product and document knowledge. Achieves and/or exceeds follow-up goals. Partners with leads, AMs and Managers for maximum effectiveness. Responds with urgency when needed. Communicates effectively with management to solve problems. Completes reports in a timely manner. Exhibits professionalism. Acts as a product knowledge expert. Completes all required Company trainings and compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned.

Why do Team Members Like Working for us?

HGV has been recognized as one of “America’s Greatest Workplaces for Diversity” by Newsweek—a list of 1,000 companies that respect and value all kinds of people. We earned five stars, the highest possible score, and are the only vacation ownership company named!
We believe in People, Inclusion and Culture.

Our team works with great synergy and high levels of commitment and respect. Day 1 Benefit Eligibility   Driven base pay   Recognition Programs and Rewards   Discounted Hilton hotel rates worldwide!   401(k) program with company match.   Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation Paid Sick Days   Employee stock purchase program   Tuition reimbursement programs   Numerous learning and advancement opportunities   Daily Pay Option* *Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek’s Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.